Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

About Us

Thermo Fisher Scientific Inc. is a world-class company dedicated to enabling our customers to make the world healthier, cleaner, and safer. We are a team of over 100,000 colleagues who share a common set of values - Integrity, Intensity, Innovation, and Involvement. Together, we work to accelerate research, solve complex scientific challenges, drive technological innovation, and support patients in need. At Thermo Fisher Scientific, we value diverse experiences, backgrounds, and perspectives, fostering an inclusive and collaborative environment where everyone can thrive and contribute to our mission.

• Provide exceptionally high-quality customer service and support to ensure customer satisfaction.
• Assist the service technicians team by efficiently managing administrative tasks.
• Coordinate activities within the administrative sector to ensure flawless operations.
• Process orders for parts and services with utmost accuracy and efficiency.
• Manage the shipment and return of parts to field service engineers (FSEs) to ensure timely resolution of customer issues.
• Administer parts in the possession of technicians to maintain inventory accuracy.
• Collaborate closely with the logistics and supply chain team to coordinate parts requests.
• Maintain the customer database (CRM) to ensure accurate and up-to-date information.
• Open service orders and run the activity related to parts shipment and FSEs' schedule with strict adherence to internal deadlines.
• Respond to customer inquiries promptly and professionally, meeting defined internal deadlines (SLAs).
• Develop and track operational and financial performance indicators to drive continuous improvement.
• Collaborate with team members to identify areas for process improvement and efficiently implement changes.
• Generate and analyze reports by product line, customer, period, technician, etc., to support data-driven decision-making.
• Create operational procedures and work instructions to ensure standardized processes.
• Ensure all activities are carried out in strict accordance with quality and process compliance standards.

• Proven experience in customer service, demonstrating a track record of excellence.
• Proficiency in Microsoft Outlook, Word, Excel, Power Point, and Power BI to efficiently complete tasks. (mandatory)
• Bachelor's degree in Administration or related field, or equivalent experience, showcasing your ambition and confirmed capabilities.
• Solid understanding of administrative and fiscal routines to effectively perform duties.
• Intermediate level of English and Spanish to effectively connect with individuals both within and outside the organization.
• Experience working with ERP and CRM systems to streamline processes.

• Passion for excellence and a commitment to delivering premier service.
• Flexibility and adaptability to handle unexpected situations and changing priorities.
• Ability to handle pressure and remain focused on achieving desired outcomes.
• Friendly and empathic demeanor to cultivate positive relationships with colleagues and clients.